Plusnet Service

Priority Problems

Summary: As part of our open and honest approach we show the way we manage problems to our customers. Any priority problems which are affecting the business will be shown here. We've not changed anything about our process, so on this page you'll see exactly what our staff do, right from raising a problem to fixing it. We hope you'll find this look into our problem lifecycle interesting and helpful.

Current Priority Problems

Please click on the problem to read more about it.

Problem

Status

We currently have no open priority problems

Priority problems raised are investigated immediately by our team. A problem will be downgraded if we think it isn't a high priority or can apply a fix. After a complete cycle of testing the problem will be ultimately closed.

To help you understand the information shown on this page look at the PlusNet problem lifecycle below.

Once a problem is raised it goes through these stages to get fixed:

1. Problem identified - a member of staff has raised a problem. This is passed to the relevant department and assigned a problem owner.

2. Problem investigation - the problem is now checked - can it be replicated, what is causing the problem and how can it be fixed?

- More information needed - the problem owner checks to get more details about the cause and possible fix.

3. Fix in development - the problem is now being fixed; this may require code or network changes.

4. Code review - any new code is checked by a senior developer to make sure this is correct.

5. Beta testing - this is the first stage of testing to find any bugs.

6. Gamma testing - this is second stage of testing. There should be no bugs by now and this provides a 'dry run' for rolling the fix to the live platform.

7. Change Control approval - the problem owner asks the business whether he/she is able to roll the fix to live. The Change Control Group checks that the problem has been tested, and that this won’t cause further problems if it is rolled out.

8. Roll to live - the problem fix is now made live.

9. Live testing/monitoring - this is the third and final stage of testing.

10. Problem fixed - the problem owner closes down the problem, reporting it as fixed.